Shop Returns Policy

At Soulstone Healing, we want you to be happy with your purchase. This policy applies only to physical items purchased through our online shop.

1. Returns

You have the right to return items within 14 days of receiving your order, in accordance with the UK Consumer Contracts Regulations.

To be eligible for a return:

  • Items must be unused, unworn, and in original condition

  • Items must be returned in their original packaging

  • Proof of purchase is required

2. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned:

  • Used or opened items

  • Personalised or custom-made items

  • Gift cards

  • Sale or clearance items (unless faulty)

3. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • Approved refunds will be processed to your original payment method

  • Refunds are usually completed within 5–10 working days

Original shipping costs are non-refundable unless the item is faulty or incorrect.

4. Return Shipping

  • Customers are responsible for return postage costs

  • We recommend using a tracked postal service, as we cannot guarantee receipt of returned items

5. Faulty or Incorrect Items

If you receive a faulty or incorrect item, please contact us within 7 days of delivery with:

  • Your order number

  • A description of the issue

  • Photos if applicable

We will arrange a replacement or full refund, including return postage where appropriate.

6. How to Return an Item

Please contact us before returning any items at:

returns@soulstonehealing

We will provide return instructions once your request is approved.

7. Exchanges

We do not currently offer direct exchanges.
If you would like a different item, please return your original purchase for a refund and place a new order.

8. Refund Processing Time

Once your returned item has been received and inspected, approved refunds will be processed within 5–10 working days.

Please note:

  • Refunds are issued to the original payment method

  • Your bank or payment provider may take additional time to show the funds in your account

  • Total refund time may take up to 14 working days from receipt of the returned item